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Average Handle Time for Selected agents.

Hello,

I am trying to figure out how to calculate the weighted average handle time (AHT) for a selected agent, and for selected splits. So if I select Jarvis, it would provide me with the weight AHT for each split he is associated with. a formula solution would be preferable, however VBA could be manageable as well.

Re: Average Handle Time for Selected agents.

Originally Posted by jackfox68

Hello,

I am trying to figure out how to calculate the weighted average handle time (AHT) for a selected agent, and for selected splits. So if I select Jarvis, it would provide me with the weight AHT for each split he is associated with. a formula solution would be preferable, however VBA could be manageable as well.

Any help would be appreciated.

Regards,

Brian

Date

Login ID

Agent Name

Split

ACD Calls

Avg ACD Time

Avg ACW Time

Hold Time

7/13/2017

50008

Jarvis, J CaLL

618

0

0

0

0

7/13/2017

50008

Jarvis, J CaLL

627

77

233

11

13

7/13/2017

50012

McDonald, K CaLL

618

26

438

52

96

7/13/2017

50012

McDonald, K CaLL

627

9

376

46

85

7/13/2017

50031

Perez, K CaLL

627

89

171

19

31

7/13/2017

50032

Robicheau, N CaLL

618

53

296

23

39

7/13/2017

50032

Robicheau, N CaLL

627

9

257

20

0

7/13/2017

50033

Rodimon, K CaLL

627

67

221

16

34

7/13/2017

50034

Collins, M CaLL

618

21

307

16

159

7/13/2017

50034

Collins, M CaLL

627

5

261

11

185

7/13/2017

50034

Collins, M CaLL

629

0

0

0

0

7/13/2017

50034

Collins, M CaLL

701

7

409

112

134

7/13/2017

50034

Collins, M CaLL

723

0

0

0

0

7/13/2017

50034

Collins, M CaLL

738

0

0

0

0

7/13/2017

50034

Collins, M CaLL

739

0

0

0

0

7/13/2017

50034

Collins, M CaLL

742

0

0

0

0

7/13/2017

50034

Collins, M CaLL

759

0

0

0

0

7/13/2017

50034

Collins, M CaLL

768

0

0

0

0

7/13/2017

50034

Collins, M CaLL

769

0

0

0

0

7/13/2017

50040

Townsend, M CaLL CCS

618

0

0

0

0

7/13/2017

50040

Townsend, M CaLL CCS

627

43

234

32

62

7/13/2017

50049

Labrecque, K CaLL

618

0

0

0

0

7/13/2017

50049

Labrecque, K CaLL

627

51

197

20

36

7/13/2017

50129

Finnigan, A CaLL

618

0

0

0

0

7/13/2017

50129

Finnigan, A CaLL

627

57

300

30

44

7/13/2017

50132

Stathopoulos, A CaLL

618

35

234

8

155

7/13/2017

50132

Stathopoulos, A CaLL

627

18

283

10

116

7/13/2017

50134

Laroche, M CaLL

400

26

382

21

27

7/13/2017

50134

Laroche, M CaLL

416

15

364

10

18

7/13/2017

50134

Laroche, M CaLL

618

0

0

0

0

7/13/2017

50134

Laroche, M CaLL

627

0

0

0

0

So things are not working out as I expected. What I am looking to do is the following. I want to find the weighted average AHT for an employees in between selected dates(user selected), and for splits related to a particular projected, so 617 and 628 would be project 1 and 400,416,627 would be project 2. There is going to be a dash board that will have all of the employees listed and this is where I would like the data to report out to. I would prefer a formula solution, however I am open to VBA as well.